Vendor Details

Vision Helpdesk

www.visionhelpdesk.com/

Founded 2007

India

About Vision Helpdesk

Vision Helpdesk offers Customer Service Software Tools -
1) Help Desk Software (Multi Channel Help Desk)
2) Satellite Help Desk (Multi Brand Help Desk)
3) Service Desk (ITIL / ITSM Help Desk)
Vision Helpdesk is ALL IN ONE customer support help desk allows you to manage various channels like E-MAIL, WEB-FORMS, TWITTER, FACEBOOK, CALLS everything under single roof.
Vision Helpdesk is trusted by 8000 plus companies across the globe.

Pros: software is the possibility to include all the systems we use
Easy to use - Clean interface ,Support team - features - prices.
software is a multi-channel solution that uses digital tickets to centralize customer conversations that occur through email, a web portal, social media channels, telephone, and live chats

Cons: The installation of the software needs much time.Other than that I have nothing bad to say about this software

Vision Helpdesk

Apr 10, 2017

Kyle B.

CEO

Entertainment, Self-employed

Used the software for: Less than 6 months

Source: Capterra

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: I like that you can monitor your staffs progress

Cons: I don't like that the forums page is difficult to use

Overall: Vision helpdesk is a great customer support software, it allows for many integrations such as twitter and SMS. The software is also great because it allows you to see how your staff are performing

Recommendations to other buyers: It's great!

Vendor Response

by Vision Helpdesk
on April 10, 2017

Thank you Kyle.

Easy Setup, Intuitive GUI

Mar 31, 2017

Michael C.

Health, Wellness and Fitness

Used the software for: Less than 6 months

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

4
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Easy Setup, Clean and Intuitive GUI. Good features.

Cons: I was not able to locate a quick-start guide, but it will help on the initial configuration.

Overall: Following the how-to video from Vision, the setup process of the ServiceDesk was smooth and straight-forward.

The GUI is clean and intuitive. The dashboard provides an informative snapshot on ticket, tasks and items related to ITIL. The visualization of ticket activity on the Home page makes tracking responses easy.

The template style to configure Workflow, Micro and Alerts shortens the time to add new functionalities, this helps. The SLA feature is a plus on keeping users on track to meet expectations.

The ServiceDesk is well-rounded and feature-rich product, with many possibilities to integrate with other service providers.

Great product and would recommend

Jun 27, 2016

Hafifah P.

ICT Technician

Education Management, 501-1000 employees

Used the software for: Less than 6 months

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: What I like about Vision Helpdesk is that it is organized and easy to manage. It is also very user-friendly and we had really good responses from our clients.

Cons: The guides on how to accomplish certain things can be hard to find. For instance when I first started to customize it there wasn't very much information available but customer service were always quick to reply to enquiries.

Overall: You can customize it to fit your individual and company needs. You can add your company logo and change colour. There is an array of features and the user interface is very user-friendly. Although we needed to set up it on ubuntu (but you don't have to) it has proved very easy to set up and get working. Customer service is very quick to respond as well.

Recommendations to other buyers: Try it out. There is a free trial and simple enough to setup.

Non-Profit Friendly

Jun 24, 2016

Patricia M.

IT Coordinator

Non-Profit Organization Management, 51-200 employees

Used the software for: Less than 6 months

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Comments: Greatly appreciate the free non-profit version. We are a social services agency and the software helps keep us on track so we can serve our clients.

Good system - easy in use

Jun 18, 2016

Mike M.

Non-Profit Organization Management, 11-50 employees

Used the software for: Less than 6 months

Source: Capterra

5/5

Overall

4
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: The most I like of these software is the possibility to include all the systems we use. So there is one platform to use for all our customer support abilities. Very useful!

Cons: The installation of the software needs much time. But the Vision Helpdesk will provide you with all the support they've got. So thats useful.

Overall: The experience of the Helpdesk is very good. We use this system to help young people, children most, with their problem about bullying in the Netherlands. The company we have is an foundation about bullying and we provide support by email, Facebook, Twitter, and Livechat. So the system of Vision Helpdesk is very compatible with all these platforms. Also LiveZilla, we use for LiveChat, is integrated.

My Look On Vision Help Desk

Apr 25, 2016

kyle b.

Source: GetApp

4/5

Overall

4
/
5

Ease of Use

5
/
5

Customer Support

5
/
5

Value for Money

Comments: Vision Help Desk (VHD) is a great piece of software which allows you to connect with your customers easily. I used VHD for a few days now and I am loving it, the reason I have been using it is because I have been looking for a system where our users can connect with us without hassle and VHD offers that!

Pros: - Easy to use
- Clean interface
- Everything you need is at the tip of your fingers!
- I love how they send you an email when someone submits a ticket!

Cons: - I had a few issues while installing but support team solved that pretty quickly.
Other than that I have nothing bad to say about this software!

Support for Vision Helpdesk

Apr 02, 2016

Mauricio J.

N/A

Source: Capterra

5/5

Overall

3
/
5

Ease of Use

5
/
5

Customer Support

Comments: Great customer support.

I really recommend vision helpdesk.

Vendor Response

by Vision Helpdesk
on April 03, 2016

Thank you Mauricio..

Great software!

Mar 31, 2016

Aleks B.

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Customer Support

Comments: Thank you Vision Helpdesk team for the great product and outstanding customer support experience!

Vendor Response

by Vision Helpdesk
on March 31, 2016

Thank you :) Glad to know you like our product and customer support.

Vision helpdesk has a significant role in making us a Brand

Mar 21, 2016

Gaurav M.

MD & CEO

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Customer Support

Comments: Pros
- Support team
- features
- prices
- ease of use

Cons
- documentation can be improved

Vendor Response

by Vision Helpdesk
on March 23, 2016

Thank you Gaurav for your valuable feedback.

Vision Helpdesk ¿ A breath of fresh air!

Mar 18, 2016

Jong P.

Source: Capterra

5/5

Overall

4
/
5

Ease of Use

5
/
5

Customer Support

Comments: The solution offered by Vision helpdesk definitely meet the requirements of the institution. Upon testing the product, we honestly think that the modern and technical design is great and also very flexible.
Pros:
¿ Intuitive ticket and problem linking
¿ Flexible staff and admin role setup
¿ Granular user permissions
¿ Excellent data-rich reporting tool
¿ Awesome automation and workflow
¿ Robust and dynamic team and department designation
¿ Feature-rich
¿ Great customer service support
Cons: As of now, NONE

Awesome Software and Support

Mar 15, 2016

Budhaditya M.

Manager

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Customer Support

Comments: Simplicity, Design, Features is what sets Vison Helpdesk apart !
Support has been excellent and we are very happy to be associated with them all these years. Kudos to the team Vision Helpdesk. Any issue or question is answered almost immediately. Easy to manage all support from one place. The support staff at Vision Helpdesk are excellent, they allow you to add them on Skype and literally guide through step. I am looking forward and wish the team good luck. Vision Helpdesk is a great product!

Vendor Response

by Vision Helpdesk
on March 15, 2016

Thank you for showing trust in our product and our company right from the beginning.

Effective, Easy - just great!

Dec 29, 2015

Valentin S.

CEO

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

5
/
5

Customer Support

Comments: Suprag Solutions AG is an integrator of IT-, Telefony-, Video- and VoiceRecording-Solutions.
With the ticketsystem of Visionhelpdesk, we are administering all Helpdesk- and Project-Tickets, including time-trackings.
The Team of Visionhelpdesk has even developped features for us, which enable us, to easily bill all tracked time by a simple, but transparent report.
Before choosing Visionhelpdesk, we have seen lots of tools. The decision to take this solution has been made within just 1 day of evaluation and we are still very happy - especially because of the great teamwork with the Visionhelpdesk Team.

Vendor Response

by Vision Helpdesk
on December 29, 2015

Thank you Valentin, We are glad to know Vision Helpdesk is best suited for your support operations. Happy New Year :)

Best Help Desk

Oct 24, 2015

Pavel B.

Head of Technical Support

Internet, 51-200 employees

Source: GetApp

5/5

Overall

5
/
5

Ease of Use

5
/
5

Customer Support

4
/
5

Value for Money

Comments: Vision Helpdesk is great product! The SLA management is fantastic and lets you build nested levels of support to ensure we know only meet our SLA¿s. Vision Helpdesk is the best product on the market helpdesk system.

Pros: Thank you for supporting Open-Sourve projects
Very convenient localization system

Cons: Problems in the work is not found

Vendor Response

by Vision Helpdesk
on October 27, 2015

Thank you Pavel :) We appreciate your kind words.

Vision Help desk is the best Help desk Software we have used in past 13 years...

Sep 02, 2015

Max F.

Manager

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Customer Support

Comments: We have been in hosting industry since 2003 and help desk is a major part of our business.. we have previously used different help desk from free to paid from OSticket to Kayako.. but by far looking at features, price and performance Vision Helpdesk has just made our life much easier. Blabby feature has help staff knowledge sharing. Using Vision helpdesk since 2010 and it has improve alot all this year.. good product highly recommended for customer support software requirement.

Excellent Help Desk software with wonderful features.

Oct 10, 2014

Gitesh T.

Technical Lead

Information Technology and Services, 11-50 employees

Source: GetApp

5/5

Overall

Comments: We used most of all opensource free help desks like osticket, trellis desk, hesk, etc. There are certain limitations of opensource ticketing system and those are not secure. Due to these reasons, we switched to Vision HelpDesk. It is excellent experience because Vision Helpdesk product is having nice features like SLA supported, providing good reports, unlimited agents, multi-site supported, profession looks, customization available, cost effective, constant updates. We got wonderful support from their support team and our every issue is being resolved very quickly. What else is required? I found Vision Help Desk is really excellent product comparatively with other competitors.

Affordable Helpdesk Solution with all the fruit of the big players,

Aug 26, 2014

Ryan D.

Automotive

Source: GetApp

5/5

Overall

Comments: After piloting over 8 of the most reputable help desk providers we settled with Vision.
They provide all the functionality of the larger Help Desk providers at an affordable cost.
Their company based ("satellite") pricing structure for SaaS makes them far more competitive than any other Help Desk solution on the market using a staff based pricing structure.

Pros: Fully featured
Affordable
Great client support.

Their chat support team is great

Nov 21, 2013

patrickjs .

Source: GetApp

5/5

Overall

Comments: They respond quickly with their chat support. Issues are also usually fixed during the chat. Vicky J and Sonam Shah are tech rockstars!

Pros: Chat support is great! They respond quickly with their chat support. Issues are also usually fixed during the chat. Vicky J and Sonam Shah are tech rockstars!
Pricing is also good (It's not per agent/monthly) - great for small teams on budget.

Cons: Email support team is a little slow to respond. I guess it's the queue but at least you can easily contact them via skype or online chat.

I would recommend this to anybody

Nov 15, 2013

ilovetech .

Source: GetApp

5/5

Overall

Comments: I have been using this on their free license for non-profit companies and I am loving this as it is! I don't feel any changes needed and I would recommend this to anybody

Pros: Flexibility

Best Helpdesk with affordable prices

Feb 07, 2013

RShosting .

Source: GetApp

5/5

Overall

Comments: Vision helpdesk have now become our personal favorite when it comes to choosing an online helpdesk software to manage support for your customers. We were a former Kayako customer, who have now opted for Vision helpdesk for their extra-ordinary features which are available at affordable costs.
Vision helpdesk is truely multi-domain, multi-company helpdesk, allowing you to manage n number of companies with n number of staff conveniently and also preserving the privacy of each company when replying a customer query.
We have found them to be the best helpdesk so far and recommend Vision helpdesk highly for people who are seeking online web based customer support helpdesk.

Best Help Desk - Vision Helpdesk Software

Feb 02, 2013

Max .

Source: GetApp

5/5

Overall

Comments: We highly recommend Vision Help Desk Software!
Vision Helpdesk is value for money, feature rich and simple to use.
Also their support team is very responsive and always ready to help.

Vision Helpdesk is Best Satellite Multi-Domain Helpdesk!

Jan 20, 2010

Todd R.

Admin

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Customer Support

Pros: They have advance feature - Satellite Helpdesk that allows us to manage support for multiple companies from one place with single database and multiple client portals. Also each company client portal can be designed as per respective company website.

Best part of Satellite Helpdesk is we can have different signatures for each department also the from email is different for each department.

They offer best WHMCS Billing Integration and Paid Ticket Support - We can bill our customers from Vision.

They offer Anti-Spam Feature which is huge plus.

Vision Helpdesk Ajax Interface is best user interface as it save large bandwidth and it makes user interface real faster.

Another thing that was important for us was Ticket Migration tool as we have migrated from Kayako we wanted to have our old tickets in Vision.

Best part is Vision Staff and Admin access url is same - they have nice Staff Access Control system.

Cons: Till date they don't offer Live Chat software. We are using LiveZilla untill Vision helpdesk launch their Live Chat Software.